Disclaimer: I understand that if I want a policy that reflects the latest legislation and is appropriate to my organisation, I will seek

specialist legal advice. Policies, job descriptions and person specifications are intended for guidance only and do not act as a substitute for professional advice. I understand that if my organisation decides to rely on a document obtained from the NCVO's HRBank, it does so at its own risk.

Position: Customer Services Manager 37hrs Responsible to: Chief Officer Pay Scale:

JOB PURPOSE The post holder will be based at The XXX. The main purpose of the post will be to manage and develop the administration team/Administration volunteers. You will be required to assist the team to carry out their workloads effectively, including identification of training, personnel development plans and appraisals. The post holder will be a member of the senior management team and expected to contribute to the vision and development of the overall organisation. Facilitate regular staff meetings and develop, implement and monitor a continual service improvement plan.

HOLIDAYS 25 days annual leave plus 8 bank holidays and 4 concessionary days PENSION Stakeholder. Employer contributes 3% providing employee contributes same amount or more. JOB DESCRIPTION The main functions of the job will be: Management To provide line management and supervision to the Finance Administrator, volunteers and other administration staff. Including formulation of personal development plans/ appraisals/ workload reviews. To identify individual and team training needs and ensure that these are met To develop and review service improvement for reception and administration To devise and conduct office induction programmes To record staff sickness and file timesheets

To advise the Chief Officer of pending deadlines, meetings and appointments

Board of Trustees To provide administration support to the Board of Trustees and the Chief Officer To service the Board of Trustee meetings Review and update all office policies liaising with the Board of Trustees and Chief Officer To provide written and verbal reports to both the Chief Officer, the Board of Trustees and to contribute to external reports as required To ensure the health and safety of all staff through yearly inspections of electrical equipment

Administration/Office To provide administration support to the Housing Advice Team, the Mediation Team and the Chief Officer To undertake other duties required by the Chief Officer to ensure the smooth running of the organisation To compile and record monthly statistics in line with the XXX Quality Mark To facilitate staff meetings as required To book train tickets, accommodation and training for all staff Organise office equipment requirements, maintenance and repair Organising the recruitment of new staff To carry out all other general office duties

General To comply with the XXX policies To undertake relevant training, attend relevant conferences and update yourself on service developments To apply good equal opportunities practice in all your dealings, in line with XXX policy. To take responsibility for your own health and safety and that of others in line with the XXX health and safety policy. To undertake other duties as requested by the Chief Officer. If any other duties become a regular requirement of the post, the Job Description will be reviewed To attend regular supervisions with your line manager. These will be at two monthly intervals To maintain appropriate standards of good practice of the Data Protection Act

PERSON SPECIFICATION

Knowledge and Experience A minimum of 2 years office experience, one of which in a supervisory role Experience of working/coordinating volunteers

Essential

Desirable

A knowledge of the way a charity operates when working with vulnerable clients A working knowledge of Windows operating systems and software, for example, Microsoft Office, which can be demonstrated A working knowledge of recording and compiling complex statistics Experience of liaising with board members or other senior management structure Knowledge of data protection Background awareness of finances Experience of dealing with a vulnerable client group Experience of developing a service

Skills and Abilities The ability to work methodically and effectively in a busy office environment Ability to manage, motivate and lead the administration team The ability to be non-judgmental and sensitive to individual client needs Ability to produce, analyse and present statistical reports Ability to communicate orally and in writing with clients, staff, seniors and management Ability to work without close supervision, prioritise and manage own workload and meet deadlines Ability to work well within a team environment and able to demonstrate initiative A willingness to work occasional evenings if required

Essential

Desirable

Values A high level of commitment to and understanding of Equal Opportunities and the ability to counter discrimination A high level of commitment to and understanding of the principles of confidentiality

Essential

Desirable